noHold, Inc. Copyright © 2014

Measuring the ROI of InstantSupport™

How can we measure the financial impact of a Virtual Agent…

…while balancing the cost of effort?

Specificity of ROI number

Cost

to c

om

pu

te R

OI

Delta Approach

Incident Rates

Resolution Rates

Sampling Approach

Session Approach

Measuring cost reduction:

Savings = (Number of Deflected Contacts) x (Cost per Contact)

*For Net Savings subtract cost of Solution and Internal Resources

This formula poses some challenges …

1. It is not easy to measure the number of contacts deflected by a self-service solution.

2.How do you know that somebody using the self-service solution didn’t also call your support center?

Here are some ideas …

Delta Approach

Pros It is easy to measure

Cons Can only be done once Does not take into account

the growth of the business

Measure the number for contacts (calls, emails, live chats, etc.) before and after the implementation of the Virtual Agent.

Business GrowthSupport Contact Numbers

Self-Service solution goes live

Incident Rates

Pros It is easy to measure

Cons Can only be done once Does not take into account

the launch of additional products to the same customer base

Does not include seasonal spikes

Measure how Incident Rates change before and after the deployment of the Virtual Agent.

Contacts

Customer BaseIncident Rates =

Resolution Rates

Pros It is self-contained within the

Virtual Agent

Cons Less than 10% vote People may call the Support

Center without escalating from the Virtual Agent

Measure the number of people who got an answer and voted on the effectiveness of the solution.

Sampling Approach

Pros Accurate

Cons Time consuming Subject to interpretation by

the person reviewing the sessions

Select randomly a statistically significant sample of session logs to determine the effectiveness of the Virtual Agent.

Customer Sessions

Random Sample

Session Approach

Pros Accurate Automatic

Cons Requires cross-referencing

of databases Additional time in the Call

Center

Ask the end users to make reference to a Session ID (provided by the Virtual Agent) when calling the support center.

Please refer to ID 243577, should you need additional help. Thank you.

x

Each Approach has pros and cons.

It is important to balance the value of computing a specific ROI number with the resources required to do it.

Typical ROI is achieved with resolution rates of 10% or less.

In addition there are other ways a Virtual Agent produces ROI:

Sales of parts, accessories and premium services

Increase in Customer Satisfaction

Metrics Reports provide insight into Product Development, Marketing, and Support

www.noHold.com

noHold Inc. builds Virtual Agents that help some of the most

successful companies in the world, increase revenue and

decrease cost, while increasing customer satisfaction.

Smarter Self-Service

Attract. Convert. Fulfill. Support.

Thank You

noHold, Inc. Copyright © 2014